What are the responsibilities and job description for the Service Desk Analyst I position at Pacxa?
Summary:
Performs intake and triage on incoming phone, email and ticketing system support requests. Investigates and diagnoses routine user issues and escalates to higher Tiers to resolve more complex issues. Responsible for communication back to callers on escalated issues and facilitating resolution. Responsible for recording, ownership, monitoring, tracking, communicating and documenting progress on tickets. Required to utilize problem-solving processes to effectively triage reported issues for escalation.
Qualifications:
- Associate degree in Computer Science or related field required; bachelor’s degree preferred.
- Minimum 2 years performing technical support in an IT environment.
- Must possess knowledge of Windows desktop operating systems, Microsoft Office applications, basic networking, computer desktop hardware, and local/network printing.
- Equivalent combination of education and experience will be considered.